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200 Hours Duration

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Course Overview

Conflict Resolution Certification

Many people see conflict as a negative experience. In fact, conflict is a necessary part of our personal growth and development. Think of when you were trying to choose your major in college, for example, or trying to decide between two jobs. However, conflict becomes an issue when the people involved cannot work through it. They become engaged in a battle that does not result in growth. When this type of conflict arises, negative energy can result, causing hurt feelings and damaged relationships. This course will give participants the tools that will help you resolve conflict successfully and produce a win-win outcome.

Who Should Take This Course

Employees in any industry looking to improve workplace relationships and resolve conflicts professionally
Team leaders, supervisors, or managers aiming to build stronger, more cooperative teams
HR professionals and administrators responsible for employee well-being and conflict mediation
Customer service representatives and support staff handling challenging interpersonal interactions
Business owners and entrepreneurs who want to maintain a positive, productive work environment
Recent graduates or job seekers looking to enhance their soft skills and stand out to employers
Professionals preparing for leadership roles who need effective communication and conflict management skills
Individuals working in high-pressure or collaborative environments where tensions may arise
Anyone interested in improving their listening, communication, and negotiation skills for career growth
Lifelong learners aiming to boost their confidence, emotional intelligence, and ability to manage difficult situations effectively

Course Syllabus

Unit 1 – Understanding Conflicts and Its Types

Learn what conflict is and explore both its positive and negative impacts, while understanding the difference between open and hidden conflict.
This unit also covers behavioural responses, including spontaneous vs. reflective behaviour, and introduces the Johari Window for self-awareness.

Unit 2 – Different Stages of Conflict

Explore the five key stages of conflict, from emergence to resolution, and understand how outcomes are shaped.
You’ll also analyse different conflict styles, use the Conflict Grid, and discover effective strategies to handle various situations.

Unit 3 – The Role of Communication in Conflict Resolution

Understand how communication influences conflict, focusing on the communication chain and effective listening skills.
Learn techniques like paraphrasing, probing, and reading body language to manage and resolve conflicts more effectively.

Unit 4 – Conflict Management

Master conflict resolution techniques by exploring visualisation tools, step-by-step strategies, and facilitation methods.
This unit also teaches coaching through conflict and provides a 15-step approach to managing difficult people and emotional situations.

Career Path

Completing the Conflict Resolution – Getting Along in the Workplace QLS Level 3 course can lead to rewarding roles in team leadership, human resources, administration, customer service, and management. This qualification enhances your ability to handle workplace disputes, communicate effectively, and maintain team harmony—skills highly valued across all industries. It’s ideal for professionals working in fast-paced or people-focused environments. The course also supports career progression into supervisory or conflict mediation roles. Whether you're aiming for a promotion or switching to a more people-oriented role, this course strengthens your professional profile and workplace confidence.

Endorsement

At the end of this course successful learners will receive a Certificate of Achievement from the Quality Licence Scheme and a Learner Unit Summary (which lists the components the learner has completed as part of the course).

This course and/or training programme has been endorsed by the Quality Licence Scheme for its high-quality, non-regulated provision and training programmes. This course and/or training programme is not regulated by Ofqual and is not an accredited qualification. Your training provider will be able to advise you on any further recognition, for example progression routes into further and/or higher education. For further information please visit the Learner FAQs on the Quality Licence Scheme website.

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